etalk To Offer Contact Center Performance Management Consulting - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Government // Enterprise Architecture

etalk To Offer Contact Center Performance Management Consulting

Contact center performance software developer etalk will help clients evaluate and improve processes, design call monitoring programs, and create libraries of digital recordings to identify best practices.

etalk, which is best known for its Qinfinity call recording and agent performance management software, has unveiled new performance management consulting services for its contact center customers. These services will help clients analyze and improve contact center businesses processes, design and implement call monitoring programs, and create call libraries of digital recordings to identify best practices.

Roger Lee, etalk's newly-appointed director of consulting services, says, "Our guidance and recommendations account for factors such as customer intimacy, operational excellence, and innovation—all of which can be applied to help customers make progress on their quality journey with measurable results." Lee addes, "Our consulting services approach is holistic, and employs best practices such as Lean concepts and Six Sigma. We can clearly understand how all of the parts and touch-points of a contact center fit into a customer's overall business system."

Among the first etalk customer to use the new services is Ecolab, a firm that develops and markets cleaning, pest elimination, and maintenance products and services. "We're strong advocates of continuous improvement, and one of our major goals in 2005 is to meet ISO requirements for our contact centers," said Dean Hanson, Ecolab's director of customer service. "etalk is playing a big role in that effort by analyzing our strengths as well as our areas for improvement."

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
Data Science: How the Pandemic Has Affected 10 Popular Jobs
Cynthia Harvey, Freelance Journalist, InformationWeek,  9/9/2020
The Growing Security Priority for DevOps and Cloud Migration
Joao-Pierre S. Ruth, Senior Writer,  9/3/2020
Dark Side of AI: How to Make Artificial Intelligence Trustworthy
Guest Commentary, Guest Commentary,  9/15/2020
White Papers
Register for InformationWeek Newsletters
Current Issue
IT Automation Transforms Network Management
In this special report we will examine the layers of automation and orchestration in IT operations, and how they can provide high availability and greater scale for modern applications and business demands.
Flash Poll